Getting Started
Introduction
The Customer Success Guide is a free resource which aims to provide a comprehensive roadmap to excel within the Customer Success profession.
Start Here
Get started with the basic principles and key concepts in Customer Success.
Learning Plan
Guided learning path for moving from beginner to expert Customer Success professional.
Request Content
Is there any content you'd like to see but can't find? Let us know and we'll see what we can do.
Contribute
Are you an experienced Customer Success professional? Want to contribute?
Feel free to use this guide as a reference or to share it with your team or colleagues. If you have any questions or feedback, please don't hesitate to contact us.
Background
Disclaimer
This is a living and breathing guide and will therefore continuosly evolve over time as the Customer Success profession evolves. We welcome your feedback and contributions to help us keep this guide up-to-date and relevant.
Welcome to the Customer Success Guide. This is an Open Source repository managed by David D Lawson that contains the resources that Customer Success Professionals will need in their journey of building their careers.
This guide is what I wish I had when I was first starting out. By assimilating the knowledge and experience of the Customer Success community, we can create a comprehensive resource that will help everyone from novices to veterans excel at their roles.
How to use this guide
This comprehensive resource is designed to take you from the basics to advanced topics in Customer Success, specifically for B2B SaaS organisations. This guide aims to provide valuable insights and practical knowledge for all experience levels.
Guide Structure
The guide is divided into 6 high-level modules, each focusing on a different aspect of Customer Success:
- Introduction to Customer Success
- Fundamental Concepts to Get Started
- Customer Success Metrics & KPIs
- Account Management & Growth Strategies
- Building & Scaling Customer Success Teams (Coming Soon)
- Advanced Strategies
1. Following the Guide Step-by-Step
If you're new to Customer Success or want a comprehensive understanding, we recommend following the modules in the order they're presented. This will ensure a smooth learning experience, building on your knowledge from one module to the next.
2. Jumping to Specific Resources
For those who are already familiar with certain aspects of Customer Success or have specific needs, feel free to jump to any module that interests you. Each module is designed to be self-contained, so you can easily focus on the topics that are most relevant to you.
Navigating the Guide
To help you navigate the guide, we've included a left-hand navigation menu that allows you to switch between modules easily. On desktop, you'll also find a right-hand navigation menu, which enables you to jump between chapters and topics within each module.
Requesting Content
We value your feedback and encourage you to request additional content or suggest improvements to the guide. If there's a topic you'd like us to cover or if you have any questions about the material, please don't hesitate to let us know.
Contributors Wanted
We're always looking for expert Customer Success professionals to contribute to our guide. If you have valuable insights, case studies, or best practices that you'd like to share, we'd love to hear from you. By collaborating with other experts in the field, we can continue to enhance the quality and breadth of our content.
We hope you find this guide helpful and informative as you embark on your journey into the world of Customer Success. Enjoy the learning experience!